Platform Issue Readiness AI agent

  • Release version: Australia
  • Updated July 24, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Platform Issue Readiness AI agent

    The Issue Readiness AI agent evaluates the current state of task records to determine if they contain all necessary information and are ready to be worked on. It helps ServiceNow fulfillers by highlighting actionable tasks, reducing the need for manual verification of missing details, pending approvals, or unresolved questions. This enables prioritization of tasks that are ready for immediate attention.

    Show full answer Show less

    Prerequisites and Setup

    • The AI agent requires the ServiceNow Otto® Agent for Platform to be installed, which is included with ServiceNow Otto applications such as Otto for IT Service Management (ITSM).
    • Role-based access control is enforced via role masking. You must configure security controls to grant the AI agent appropriate roles for accessing task data (for example, adding the itil role to read Incident records).

    Accessing and Using the AI Agent

    • Access the agent through: All > AI Agent Studio > Create and manage > AI Agents tab > Issue Readiness.
    • Testing is available in AI Agent Studio for users with the sn.aiaadmin role and properly configured security roles.
    • Use sample queries such as “Is INC001234 ready for work?” or “Do I have enough details on CSM0001234 to start?” to interact with the agent via Virtual Agent, the ServiceNow Otto panel, or Microsoft Teams.

    Benefits for ServiceNow Customers

    This AI agent streamlines task management by automatically assessing readiness, reducing manual effort, and enabling fulfillers to focus on actionable work. It improves efficiency by minimizing back-and-forth communication and ensuring that only tasks with complete information are prioritized for work.

    The Issue Readiness AI agent analyzes the current state of a task to assess and determines whether it is ready to be worked on.

    Issue Readiness AI agent overview

    The Issue Readiness AI agent takes the information on a record, analyzes it, determines whether all relevant information is present on the record, and makes a decision about whether the task is ready for work. Using the AI agent can help fulfillers focus on actionable work by reducing manual checks for missing supporting details or back-and-forth conversations. Instead of having to check whether tasks are waiting on pending approvals or unanswered questions, fulfillers can see what actionable work is available and prioritize it.

    Prerequisites and setup

    To access this AI agent, you must have ServiceNow Otto® Agent for Platform installed on your instance, which is installed with any other ServiceNow Otto application, such as ServiceNow Otto for IT Service Management (ITSM).

    Role masking

    Required role:

    AI agents use role masking to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an AI agent.

    In the data access settings, you must also add the necessary roles to enable reading of the tables for the records you want to evaluate for readiness. For example, you can add the itil role to the AI agent's list of approved roles so that it can access Incident records.

    Accessing the Issue Readiness AI agent

    To access the AI agent:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Go to the AI Agents tab.
    3. Select Issue Readiness.

    Testing the Issue Readiness AI agent

    You can manually test the AI agent execution on the Testing page of AI Agent Studio if you have the sn.aia_admin role and all other roles configured in the security controls. Select the AI agent, start a manual test, and use utterances in the Task field like the ones below.

    Sample utterances

    After the agent has been activated in AI Agent Studio, enter phrases such as the following or similar queries to run the AI Agent in Virtual Agent, the ServiceNow Otto panel, or Microsoft Teams.

    • Is INC001234 ready for work?
    • Do I have enough details on CSM0001234 to start?